Product Support Specialist

Description

Sprout Social is looking to hire a Product Support Specialist to join the Customer Support team.

Why join Sprout’s Customer Support team?

As a member of Sprout’s Customer Support team, your impact is multifaceted. Not only are you the face of Sprout to customers in need of solutions—you’re also an integral internal resource. As product experts, our team is incredibly skilled and knowledgeable about our entire platform, creating a ton of opportunities for us to partner with teams like Sales & Success, Product, and Engineering for training, coaching, and feedback. One of the most unique and exciting aspects of our support team is that we don’t have customer assignments or individual workloads—it’s a group workload. We consider ourselves a community and function as such, supporting one another from day one to reach our goals and grow in our careers. Speaking of growth, Customer Support is also a great way to enter into tech. We coach folks on a wide array of skills that set them up for success in all parts of our business. 

What you’ll do

• Guide our customers - you will help manage incoming customer requests through a combination of email and chat. You'll be responsible for proactively offering and handling screen share requests when more in-depth technical troubleshooting is necessary.
• Own your output - you will consistently meet both the quantitative and qualitative expectations of the role, including Customer Satisfaction ratings, Quality Control reviews, response and resolution times.
• Become a product expert - you will receive an in-depth onboarding in order to understand the ins and outs of Sprout Social and how to best support our customers

What you’ll bring

Sprout Social is looking for candidates who are eager to develop their professional and technical experiences, and are ready to take their skills, experience and customer support career to the next level. We're looking for a top performer with excellent people skills who's eager to explore new technologies and possesses a strong aptitude for critical thinking, innovative problem-solving, and driving customer adoption.

The minimum qualifications for this role include:

• 2+ years of customer-facing support experience in a fast-paced environment (SaaS industry technical support experience a plus)
• Willing to work an 8.5 hour business day shift, including lunch and breaks
• Professional proficiency in English (both written and verbal)
• Experience with Ticketing Systems such as Zendesk, Freshdesk, or Jira/Confluence

Preferred qualifications for this role include:

• Prior experience in social media or influencer marketing strategy
• Experience supporting a SaaS platform with complex integrations, demonstrating familiarity with API troubleshooting, CRM connectivity (e.g., Salesforce), Single Sign-On (SSO) configurations, and the native business tools of major social networks like Meta Business Suite.
• Natural problem solver with a high standard for quality and a track record of resourcefulness, demonstrating the ability to think critically and resolve complex customer inquiries effectively
• Demonstrates composure, patience and initiative in their learning and development; open and receptive to feedback and coaching as it relates to their growth

How you’ll grow

Within 1 month, you’ll plant your roots, including:

• Beginning Sprout Social’s new hire training & onboarding program alongside other new Sprout Social team members
• Further solidifying your training on Support-specific processes and tools along with how your role fits into our team and the organization
• Beginning to handle customer interactions via email and guided live chats
• Understanding department key success metrics and how to contribute towards those goals

Within 3 months, you’ll start hitting your stride by:

• Independently solving customer requests through live chat and email channels
• Contributing to team goals by focusing on CSAT ratings, QC reviews, response and resolution times
• Building a strong understanding of team processes in order to support positive customer experiences

Within 6 months, you’ll be making a clear impact through:

• Identifying opportunities for process improvements in your day-to-day work
• Improving internal documentation in order to streamline processes
• Having a solid understanding of the Sprout brand and our Support service voice
• Exhibiting growing knowledge of our product, processes and tools

Within 12 months, you’ll make this role your own by:

• Continuing to consistently exceed expectations in productivity and quality measures
• Increasing your independence and troubleshooting capabilities
• Beginning to build areas of professional expertise

Of course what is outlined above is the ideal timeline, but things may shift based on business needs and other projects and tasks could be added at the discretion of your manager.

Our Benefits Program 

We’re proud to regularly be recognized for our team, product, and culture. Our benefits program includes:

• Insurance and benefit options that are built for both individuals and families
• Progressive policies to support work/life balance, like our flexible paid time off and parental leave program 
• High-quality and well-maintained equipment—your computer will never prevent you from doing your best
• Wellness initiatives to ensure both the health and mental well-being of our team
• Ongoing education and development opportunities via our Grow@Sprout program and employee-led diversity, equity, and inclusion initiatives.
• Growing corporate social responsibility program that is driven by the involvement and passion of our team members
• Beautiful, convenient, and state-of-the-art offices in Chicago’s Loop and downtown Seattle, for those who prefer an office setting

Whenever possible, Sprout wants to provide our team with the flexibility to work in the location that makes the most sense for them. Sprout maintains a remote workforce in many places in the United States. However, we are not set up in all states, so please look at the drop-down box in our application to see whether your state is listed. Few roles require an office setting. If your position requires a physical presence in a Sprout office, it will be evident in the job listing and your offer letter.

Individual base pay is based on various factors, including work location, relevant experience and skills, the responsibility of the role, and job duties/requirements. In the United States, we have two geographic pay zones. For this role, our current base pay ranges for new hires are:

• Zone 1 (New York, California, Washington): $49,381 (min), $61,700 (mid), $67,870 (max) USD annually
• Zone 2 (All other US states): $44,900 (min), $56,100 (mid), $61,710 (max) USD annually

The listed ranges represent the full earning potential in this position. Starting salaries for well-qualified new hires are typically around the midpoint of the range. These ranges were determined by a market-based compensation approach; we used data from trusted third-party compensation sources to set equitable, consistent, and competitive ranges. We also evaluate compensation bi-annually, identify any changes in the market and make adjustments to our ranges and existing employee compensation as needed.

Base pay is only one element of an employee's total compensation at Sprout. Every Sprout team member has an opportunity to receive restricted stock units (RSUs) under Sprout’s equity plan. Employees (and their dependents) are covered by medical, dental, vision, basic life, accidental death, and dismemberment insurance, and Modern Health (a wellness benefit).  Employees are able to enroll in Sprout’s company’s 401k plan, in which Sprout will match 50% of your contributions up to 6% with a maximum contribution. Sprout offers “Flexible Paid Time Off” and ten paid holidays. We have outlined the various components to an employee’s full compensation package here to help you to understand our total rewards package.

Sprout Social is proud to be an Equal Opportunity Employer. We do not discriminate based on identity- race, color, religion, national origin or ancestry, sex (including sexual identity), age, physical or mental disability, pregnancy, veteran or military status, unfavorable discharge from military service, genetic information, sexual orientation, marital status, order of protection status, citizenship status, arrest record or expunged or sealed convictions, or any other legally recognized protected basis under federal, state, or local law. Because Sprout Social is a federal contractor, we affirmatively recruit individuals with a disability and protected veterans. Learn more about our commitment to diversity, equity and inclusion in our latest DEI Report.

If you require a reasonable accommodation for any part of the interview process or to submit your application, please email us at [email protected]. Include the nature of your request and your preferred contact information. We'll do everything we can to support your success during our recruitment process while upholding your privacy. Please note that only inquiries regarding accommodations will receive a response from this email address; other inquiries will not be addressed (e.g., you send your resume but are not requesting an accommodation). 

For more information about our commitment to equal employment opportunity, please click here (1) Equal Opportunity Employment Poster and (2) Sprout Social's Affirmative Action Statement. 

Additionally, Sprout Social participates in the E-Verify program in certain locations, as required by law. 

#LI-REMOTE